General Manager - Cape Town South at Fidelity Services Group

Overall purpose of the job:

• Self-motivated manager to oversee and manage operations in all areas within a defined region providing the business with effective and efficient running of day-to-day subscriber business, achieving all goals and maximising profitability. Implement and execute effective business strategies and programs. Provide leadership and drive performance for the Residential and Small Business unit for their area. The role encompasses responsibility for sales, technical installation, technical servicing, localized community schemes, administration and EHS. The incumbent has full P&L responsibility for the Region.

Minimum qualifications and experience: 

• University Degree (B. Com or similar)
• Post-graduate qualification highly advantageous
• Minimum 3- 5 years’ experience in Senior Management role with Sales and Customer Service
• Sales metrics, Financial management and analytics, Business systems and processes

Duties & Responsibilities: Financial Management: 

• Full responsibility for Profit and Loss Centre
• Budgetary planning including revenue and capital expenditures.
• Reviews and analyses of activities such as costs, operations (e.g. vehicle cost per customer) and forecast data to determine department or division progress toward stated goals and objectives.
• Managing the vehicle related costs through reduction in incidents, costs and the optimisation of resource deployment.
• Monitoring and managing all direct labour costs namely; overtime, absenteeism, training, excess leave, and staff turnover.
• Overhead cost control to effectively manage the cost of service delivery.

Sales: 

• Achieve sales targets per each sales channel
• New Unit sales
• Targeted RPU
• Technical revenue
• Maintain acceptable margins – manage discounts and technical efficiency
• Management of reconnection rate – in conjunction with Customer Contact Centre
• Drives efficiency and effectiveness of in-house sales teams in conjunction with National Sales Manager
• Oversees efficiency and effectiveness of in-house sales teams in conjunction with Direct Regional Sales Managers
• Drives efficiency of and technical teams in conjunction with Regional Technical Managers

Business generation: 

• Strategy design to grow the business appropriate to the Districts and Branches
• Localised Security Scheme (LSS) – management of overall profitability and taking appropriate business decision to ensure long term sustainability
• Intervention in unprofitable areas or LSS to ensure minimum profitability goals are achieved - this could include closure of unprofitable areas
• Exploring and evaluating green-fields areas for expansion of the business
• Exploring and evaluating acquisition opportunities Branch Management:
• Looking to the short-medium future of the business and making key recommendations for technology, resource and skill allocation and utilization
• Clear communication and implementation of strategy across the Branches
• Manage attrition rates down
• Ensure development of tactical programs to pursue targeted goals and objectives.
• Monitor overall operational delivery in the Branches
• Provide direct management of key functional managers in the business unit: Sales, Technical and Regional Admin Teams.
• Indirect reporting line of Operations, Finance and HR Teams within the matrix structure.
• Report key results to corporate offices.
• Engage with all stakeholders in broader organizational strategy planning and execution
• Oversees key projects, processes and performance reports, data and analysis.
• Develop and maintain a wide network of relationships throughout the business to instil a collaborative culture
• Implement localisation including Community Social Media, CCTV and other key localisation steps in the area.

Operations: 

• Accountable to maintain quality, service and outputs related to a work in the district (alarm services, contact centres, armed response, guarding etc.) in compliance with policy and procedures.
• Oversee key projects, processes, and performance reports.
• Identify and solve immediate operational problems within team environment and escalate unresolved issues for resolution as and when required.
• Ensure effective operations management service delivery, ensuring compliance with identified service practices, principles, and processes.
• Monitor operations for efficiency, provide feedback to team and serve as a point of escalation for challenging operational issues.
• Visit client sites on an ongoing basis.
• Play an active role in escalated customer complaints
• Develop and maintain client relationships to enhance customer service.
• Resolve and escalate customer complaints within the set time frames.

People Management:

• Create individual and team ownership for decisions, plans and strategies by collaborating with and empowering team members.
• Integrate and assign resources across the auditing function through effective workforce planning, to ensure efficient work streams.
• Effectively manage performance within the team in order to ensure business objectives are achieved.
• Provide clear leadership and promote and foster a team culture consistent with group values.
• Motivate, coach, mentor and develop direct reports, ensuring the continuous development of team, creating an organisation-wide learning enabled environment.
• Embrace diversity and drive the Employment Equity strategy within the auditing function
• Engage with various stakeholders across the business to drive communication and collaboration.
• Manage the succession planning process within area of responsibility.

Health and Safety (EHS): 

• Contributes to achieving regional EHS targets
• Support, encourage and assist with instilling a Zero harm culture across the business
• Ensure required EHS standards and targets are communicated, executed upon and achieved
• Ensure that method of work statements are in place for relevant activities identified under direct management

Competencies, Skills and Attributes:

• Autonomous decision making,
• Business acumen,
• Communication proficiency,
• Problem Solving/Analysis,
• Project Management, Strategic Thinking,
• Budgeting and forecasting,
• Analytical Skills, Negotiation skills, Relationship building